3 days later and still haven't heard from anybody like I was promised I would within 48 hours. Went back to the same Best Buy location to inquire and experienced the absolutely worst customer service to date that I have at BB or ANYWHERE. Beware of "GRADY" - Geek Squad manager. He was rude, defensive, impolite and did not attempt to help us in any way. Investigated literally NOTHING. All I want is the service I paid for and so far nobody can give me any answers why their computer system won't let them initiate a warranty repair for a warrantied phone. Somehow when the company has a problem, only the customer pays the price. Not cool.